User is unable to restore archived items. Event Id 3177: A RetrieveMarkedItems request has failed. 0x8004011d

Problem

A user is unable to restore archived items but can retrieve and archive.
 

This issues shows the following symptoms while restoring archived items:

• The item changes to restore pending but it remains there without being restored.
   
• The restore MSMQ message is stuck in R2.
   
• Event 3177 is logged in the EV event log. 
   

Note: Attempts to "Zap" the mailbox return "0x8004011d" 

Error Message

Event id 3177: A RetrieveMarkedItems request has failed. Not all of the messages could be returned to a shortcut. These messages will remain as pending retrieval in the users mailbox.
V-437-3177

Mailbox: /O=Example/OU=Users/cn=Recipients/cn=<user name>

Folder:

Error: <0x8004011d>

---------------------------------------------------

Dtrace of RetrievalTask:

71192 14:39:17.875  [26260] (RetrievalTask) <10880> EV:M {CCAHelper::OpenMailboxAndFolder:#841} Open the mailbox and folder
71193 14:39:17.875  [26260] (RetrievalTask) <10880> EV:M CMailboxHelper::OpenMailboxAndFolder() - Create Store EntryId, /O=Example/OU=Users/cn=Recipients/cn=Smith, John 

71194 14:39:17.875  [26260] (RetrievalTask) <10880> EV:M CMailboxHelper::OpenMailboxAndFolder() - Open the mailbox
71195 14:39:17.875  [26260] (RetrievalTask) <10880> EV:L {CEVMAPILieModeLock::AcquireNonExclusiveLock:#77} Trying to acquire lock.
71196 14:39:17.875  [26260] (RetrievalTask) <10880> EV:L {CReadWriteLock::SetReadLock:#263} [CEVMAPILieModeLock] WaitForSingleObject on write mutex [0x198] returned [0x0]
71197 14:39:17.875  [26260] (RetrievalTask) <10880> EV:L {CReadWriteLock::SetReadLock:#293} [CEVMAPILieModeLock] WaitForMultipleObjects on thread mutex [0x1A4], semaphore [0x19C] returned [0x0]
71198 14:39:17.875  [26260] (RetrievalTask) <10880> EV:L {CReadWriteLock::SetReadLock:#306} [CEVMAPILieModeLock] we are now reading so no writes allowed
71199 14:39:17.875  [26260] (RetrievalTask) <10880> EV:L {CEVMAPILieModeLock::AcquireNonExclusiveLock:#82} Acquired lock.
71200 14:39:17.938  [26260] (RetrievalTask) <10880> EV:L {CEVMAPILieModeLock::ReleaseNonExclusiveLock:#95} Trying to release lock
71201 14:39:17.938  [26260] (RetrievalTask) <10880> EV:L {CReadWriteLock::ResetReadLock:#190} [CEVMAPILieModeLock] WaitForSingleObject on [0x1A4] returned [0x0]
71202 14:39:17.938  [26260] (RetrievalTask) <10880> EV:L {CReadWriteLock::ResetReadLock:#220} [CEVMAPILieModeLock] Released Semaphore, previous count was [999]
71203 14:39:17.938  [26260] (RetrievalTask) <10880> EV:L {CReadWriteLock::ResetReadLock:#225} [CEVMAPILieModeLock] we were the last reader so we are now write ready
71204 14:39:17.938  [26260] (RetrievalTask) <10880> EV:L {CEVMAPILieModeLock::ReleaseNonExclusiveLock:#99} Released lock.
71205 14:39:17.938  [26260] (RetrievalTask) <10880> EV:L {HrMAPIOpenMsgStoreKvs:#50} Opened msg store [0x8004011d]
71206 14:39:17.938  [26260] (RetrievalTask) <10880> EV:H {CCAHelper::OpenMailboxAndFolder:#866} An Error occurred [0x8004011D]
71207 14:39:17.938  [26260] (RetrievalTask) <10880> EV:H {CCARestHelper::RetrieveMarkedItems:#346} Error [0x8004011D]
71208 14:39:17.938  [26260] (RetrievalTask) <10880> EV:M {CMailboxUsage::RemoveUserFromList:#113} Removed [/O=EXAMPLE/OU=USERS/CN=RECIPIENTS/CN=SMITH, JOHN] from list of mailboxes being processed. List now contains [0] mailboxes.
71209 14:39:17.938  [26260] (RetrievalTask) <10880> EV:H {CRestorationAgent::RetrieveMarkedItems:#1557} COM error [0x8004011d]
71210 14:39:17.938  [26260] (RetrievalTask) <10880> EV:M {CCARestHelper::UndoRetrieveMarkedItems:#380} Get MAPI session

Cause

Active Directory property "LegacyExchangeDN" for this user has a space at the end.

Solution

• Remove the space at the end of this user's LegacyExchangeDN Active Directory property with ADSI
• Edit and recreate Outlook mail profile in the user's computer.

See the following additional information:

How to use ADSI Edit: https://technet.microsoft.com/en-us/library/cc773354(v=ws.10).aspx

Using ADSI Edit to edit Active Directory properties: https://technet.microsoft.com/en-us/library/bb124152(EXCHG.65).aspx

Applies To